Application Support Analyst

Serve as the primary point of contact between internal departments and the software development team for supported applications, including training/learning platforms, client portals, and related systems. Monitors multiple intake channels to triage incoming requests, resolves user-driven issues directly, and routes genuine software defects into the development workflow. Maintains deep functional knowledge of supported applications to support, guide, and educate users. Creates and maintains documentation and coordinates work between stakeholders and the development team, allowing developers to remain focused on design and development. Major Responsibilities: Monitor and triage incoming requests across support systems and determine the correct path for eachResolve user-driven issues directly by answering questions and guiding users through solutionsMaintain deep functional knowledge of supported applications to support usersDevelop and improve systems to automate support workflows and reduce volumeWrite and maintain wiki and how-to documentationCoordinate between internal department stakeholders and the software development teamParticipate in syncs and other recurring meetingsOther duties as assigned Education and/or Experience:3–5 years of relevant experience bridging business users and technical teamsStrong customer service attitudeExperience with support/task management softwareStrong organizational skills, with the ability to plan, prioritize, and drive multiple initiativesExcellent written communication skills for creating clear, user-friendly documentationHigh-level understanding of relevant technologies (e.g., relational databases, web browsers, networking, cloud services, APIs)Bonus: Familiarity with certification/recertification processes and agency accreditationBonus: Experience with SCORM and/or learning platformsPhysical Requirements/Essential Job Functions:Developing and improving system workflows and supportWriting and maintaining accurate and up to date documentationMaintaining professional relationships while coordinating between many stakeholders and teamsAbility to multi-task and prioritize competing requests efficientlyAbility to communicate technical concepts to both users and developers effectivelyProblem-solvingFrequent computer and telephone useSitting for long periods of timeConcentrating for long periods of timeOccasional travel of less than 15% may be required